Warranty and support
If something goes wrong, you report it, we diagnose it with you, and we resolve it under the terms in your quotation. This page describes that process. The terms themselves, including what is covered and for how long, are set in each quotation.
Terms are confirmed per quotation. Standard warranty and support terms are being finalised and will be published here once approved.
How an issue is handled
Report
Send the system's reference or serial number and what happened, through the contact form or your quotation contact.
Diagnose
We gather logs and run checks with you, remotely where you allow it, to find the cause.
Resolve
A software fix, a reinstall, or a part repaired or replaced, as your terms provide.
Close
What was found and what was done is recorded against the system's configuration record.
What to include in a report
The more of this we have at the start, the faster the diagnosis.
- The reference or serial number from your configuration record.
- What you were doing when it happened, and when.
- Error messages, screenshots or log files.
- Whether it happens every time or only sometimes.
- Anything that changed recently: new software, a move, a power cut.
Manufacturer warranties
GPUs, processors, drives and other components carry warranties set by their manufacturers. What applies depends on the component and how it was supplied, and your quotation states it. Where your terms include it, we handle the claim with the manufacturer for you.
What your quotation settles
Until standard terms are published, these are agreed per project and written into the quotation.
- How long the system and its parts are covered.
- Whether cover includes parts, labour or both.
- Whether service is remote, return-to-base or on site.
- How quickly we respond, if a response time is agreed.
- Software support and updates after handover.
- What would void cover, such as unapproved hardware changes.
Questions about support?
Ask before you buy, or report an issue on a system we supplied.